Refund Policy

Version 1.0 — effective 11 October 2026. Part of our Terms of Service.

The short version

The 14-day free trial is the refund policy. You are not charged until it ends, so you can evaluate Vigil fully without paying anything.
Subscriptions are billed in advance, monthly or annually. Cancel any time; access runs to the end of the period you have paid for.
After the trial, fees are non-refundable, with the specific exceptions below — which we apply generously rather than grudgingly.
Refunds are issued by Polar, our merchant of record. We authorise them; Polar processes them.

1. Why Polar handles the money

Paid subscriptions are sold by Polar Software, Inc., our authorised reseller and merchant of record. Polar is the seller on your invoice, charges your card, and remits VAT and sales tax. A refund therefore has two steps: we approve it, and Polar returns the money to the original payment method. You do not need to contact Polar — write to info@nitech.si and we will handle it. Polar's own terms also apply to your purchase, and nothing here reduces any right you have under them.

2. Before you pay: the trial

Every new subscription includes a 14-day free trial with no charge. A payment method is required to start it, and the first charge is taken when the trial ends unless you cancel first. There is one trial per account, ever. If you are unsure whether Vigil suits you, use the trial — it exists precisely so that nobody has to ask for a refund to find out. If you were charged after cancelling during a trial, that is our error and we refund in full, immediately.

3. When we do refund

We charged you in error. Duplicate charges, a charge after a valid cancellation, the wrong plan, or seats you did not add — full refund of the incorrect amount, always.
First payment, first 14 days. If you are charged for your first paid period — a month, or a year on an annual plan — and tell us within 14 days that Vigil is not right for you, we refund it in full. One goodwill refund per customer. We may ask what went wrong; you do not have to answer, and the refund does not depend on the answer.
The Service was materially unavailable for a continuous period of more than 72 hours in a billing month (on an annual plan, in any month of the paid year), through our fault rather than a third-party site blocking us or your own configuration — we refund or credit the affected portion of that month, pro rata.
We changed or removed something you were paying for. If we materially degrade or remove a core feature of your plan, you may cancel and receive a pro-rata refund of the unused paid period.
We terminate without cause. If we discontinue the Service or terminate your account other than for your breach, we refund the unused portion of any prepaid period.
Where the law requires it. Nothing here limits a non-waivable statutory right — see Section 6 if you are a consumer.

4. When we do not refund

Part-used periods after cancellation. Cancelling stops the next renewal; you keep full access until the current period ends.
Downgrades mid-period — credited pro rata against your next invoice, not paid out in cash.
Unused capacity. Monitoring fewer products than your plan allows is not a basis for a refund.
Third-party sites blocking us. We do not bypass blocks, so this is a known limitation of the Service rather than a defect.
Extraction that was wrong on a particular page. Extraction is automated and best-effort. Tell us anyway — we usually fix it.
Commercial outcomes of Dynamic Pricing — prices set by rules you configured, including sales made at a price you did not intend.
Accounts terminated for breach of our acceptable-use rules, and amounts already refunded or charged back.

5. How to request a refund

Email info@nitech.si from the address on the account, with the invoice number or the date and amount of the charge, and a sentence on what happened.
We acknowledge within 2 business days and decide within 5 business days.
If approved, we instruct Polar the same day. The money returns to the original payment method, normally within 5–10 business days.
Refunds are made in the currency charged. We do not compensate for exchange-rate movement or your bank's fees.
If we decline, we tell you why, and you can ask for a second look.

6. If you are a consumer

Most of our customers are businesses, but individuals are welcome too. If you buy Vigil as a consumer under Slovenian or EU law — for purposes outside your trade, business or profession — you have a 14-day right of withdrawal from a distance contract, without giving a reason, in addition to everything above. Because the Service is digital and supplied immediately, you are asked at checkout to request immediate performance and to acknowledge that the withdrawal right is lost once the service has been fully performed — in practice the free trial means you will not have been charged during that window. To withdraw, tell us clearly within 14 days at info@nitech.si. The full instructions and the model withdrawal form are at /withdrawal; using the form is optional, any unequivocal statement works. We refund all payments received within 14 days of being informed, using the same payment method, at no charge to you.

Out-of-court dispute resolution. As the Slovenian Out-of-Court Resolution of Consumer Disputes Act (ZIsRPS) requires us to state: we do not currently recognise any out-of-court dispute resolution provider as competent for consumer disputes with us. You can always write to us — Section 5 sets out the timescales we hold ourselves to — and you may take any dispute to the competent court. Consumers in other EU member states can get free advice from the European Consumer Centre network.

7. Chargebacks

Please talk to us first. A chargeback filed without contacting us costs us the disputed amount plus a fee, and while one is open we may suspend the account until it is resolved. If you have a genuine complaint, emailing us is faster than your bank.

8. Changes to this Policy

We may update this Policy for future purchases. The version that applies to any charge is the one published when that charge was made. Material changes are notified at least 30 days in advance.

See also our Terms of Service and Privacy Policy.